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Housing & Care 21 - Brookside Court Good

Inspection Summary


Overall summary & rating

Good

Updated 14 July 2016

This inspection was carried out on 26th and 28th April 2016. We gave the registered manager 48 hours’ notice of our visit as we needed to make sure she would be available to speak with us.

Housing and Care 21- Brookside Court is a domiciliary care agency providing personal care support to people living in their own home. The agency is based in an extra care living facility in Knotty Ash. At the time of our inspection there were 37 people living at Brookside Court who were receiving support from the agency with their personal care. A further eight people living in the community were receiving support with their personal care.

The agency had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

During the inspection we spoke with people using the agency and their relatives. We also looked at a range of records including care records, staff records and records relating to quality assurance of the service.

At this inspection we found a breach of regulations. This was because people’s privacy was not always respected with regards to private information.

You can see what action we told the provider to take at the back of the full version of the report.

People told us that they felt safe with the staff who supported them. Systems were in place within the agency for identifying and reporting any safeguarding concerns that arose.

Sufficient staff were available to provided people with the support they required. People told us staff stayed the full length of time and that they had support from regular staff who they knew well. They also told us staff provided their support flexibly.

Care plans were up to date and contained sufficient information to guide staff on the support people needed. Where possible people had been involved in planning their care.

Policies and procedures were in place for supporting people with their medication and these had been followed to ensure people received the support with their medication that they needed.

Staff received the training, support and supervision they needed to carry out their role effectively. Robust recruitment procedures were followed to help ensure staff were suitable to work with people who may be vulnerable.

Staff knew people well and knew how to support people based on their individual choices and needs.

People were confident to raise any concerns or complaints they had and the majority of people were confident these would be resolved. The agency took action to seek external resolution for any complaints or concerns that they could not resolve to the person’s satisfaction.

Systems were in place for checking the quality of the service provided and the views of people using the agency and their relatives were regularly obtained. Where an area for improvement was identified an action plan was put into place to address this.

Inspection areas

Safe

Good

Updated 14 July 2016

The service was safe.

People felt safe with the service provided by the agency. Systems were in place for identifying and reporting any safeguarding concerns that arose.

Medication was safely managed by the agency.

There were sufficient staff working for the agency to meet people’s needs in a flexible manner.

Infection control policies were in place and followed by staff

Effective

Requires improvement

Updated 14 July 2016

The service was not always effective.

Confidential information was not always protected within the main office of the agency.

Staff knew people well and provided their support in a way the person preferred.

Staff received the training, supervision and support they needed to carry out their role effectively.

Caring

Good

Updated 14 July 2016

The service was caring.

People supported by the agency and their relatives said that staff were always respectful and caring towards them.

Information about how the agency operated was made available to relevant people.

Staff knew people well and supported them on a flexible and individual basis.

Responsive

Good

Updated 14 July 2016

The service was responsive.

People or their relatives were involved in planning the support they received. Information in care plans was up to date and reflected the support people needed.

Changes to people’s support needs were noted and acted upon.

People knew how to raise a concern or complaint and these were listened to. Systems were followed to obtain external resolution where a complainant remained unhappy with the outcome.

Well-led

Good

Updated 14 July 2016

The service was well led.

The agency was led by a registered manager who provided support to the people living there and to the staff team.

Systems were in place for regularly obtaining the views of people using the agency and their relatives.

Systems were in place for checking the quality of the service the agency provided and implementing improvements where needed.